Changes (26)

As with any software product, there is sometimes a need to get assistance in understanding or troubleshooting Couchbase products.

A subscription to our Enterprise License comes with a support contract which gives you direct access to the Couchbase Support team. You can find more information about those options [here|http://www.couchbase.com/products-and-services/couchbase-support].

{note}If you do not yet have an Enterprise License, you will want to direct your questions to either the [forums|http://www.couchbase.org/forums/] or the Couchbase mailing list ([Couchbase|http://groups.google.com/group/couchbase]){note}

h2. Couchbase Technical Support

*Support email:* support@couchbase.com

*Support phone number:* \+1-650-417-7500, option #1

*Support portal:* [http://support.couchbase.com]

To speed up the resolution of your issue, we will need some information to troubleshoot what is going on. The more information you can provide in the questions below the faster we will be able to identify your issue and propose a fix:

...

* Priority and impact of the issue (P1 and production impacting versus a P2 question) * What versions of the software are you running - Membase/Couchbase Server, moxi, and client drivers? * Operating system version, architecture (32-bit or 64-bit) and deployment (physical hardware, Amazon EC2, RightScale, etc.) * Number of nodes in the cluster, how much physical RAM in each node, and per-node RAM allocated to Couchbase Server * What steps led to the failure or error? * Information around whether this is something that has worked successfully in the past and if so what has changed in the environment since the last successful operation? * Provide us with a current snapshot of logs taken from each node of the system and uploaded to our support system via the instructions below

If your issue is urgent, please make a phone call as well as send an e-mail. The phone call will ensure that an on-call engineer is notified.

h2. Diagnostics/Logs

h2. Couchbase Server Logs

h3. cbcollect_info

The Couchbase Server logs will give us further detail around the issue itself and the health of your environment.

Diagnostics/logs will give us further detail around the issue itself and the health of your environment.

* Before collecting logs, we recommend temporarily turning off [auto-failover|http://docs.couchbase.com/couchbase-manual-2.2/#couchbase-admin-web-console-settings-autofailover]

h3. Couchbase Server 3.x

* Introduced in Couchbase Server 3.0, the [Web console|http://docs.couchbase.com/admin/admin/UI/ui-logs.html] provides a method to collect and upload logs to Couchbase Support. Please leave the "Upload to host:" option as the default *s3.amazonaws.com/cb-customers*&nbsp;&nbsp; * !http://docs.couchbase.com/admin/admin/images/ui-log-collect-info.png|border=1,width=75%,height=75%! Alternatively the CLI command [cbcollect_info|http://docs.couchbase.com/admin/admin/CLI/cbcollect_info_tool.html] is also available &nbsp;

h3. Couchbase Server 2.x cbcollect_info

* [cbcollect_info|http://docs.couchbase.com/couchbase-manual-2.2/#cbcollect-info-tool][cbcollect_info|http://docs.couchbase.com/couchbase-manual-2.5/cb-cli/#cbcollect-info-tool] is a command line utility that provides us with detailed statistics for a specific node.

* Before running cbcollect_info, we recommend turning off [auto-failover|http://docs.couchbase.com/couchbase-manual-2.2/#couchbase-admin-web-console-settings-autofailover]

* Run {{cbcollect_info}} on each node individually, not on all simultaneously.

...

Example usage:

* Linux (run as root or use sudo as below) {code}sudo /opt/couchbase/bin/cbcollect_info <node_name>.zip{code}

Run {{cbcollect_info}} on *all nodes in the cluster*, and upload all of the resulting files to us.

h3. cbhealthchecker

h2. Sharing Files with Us

In Couchbase Server 2.1, we introduced a tool called [cbhealthchecker|http://www.couchbase.com/docs/couchbase-manual-2.1.0/couchbase-admin-cmdline-cbhealthchecker.html] that is designed to be run on a currently-live cluster. It gathers statistics and other information and provides alerts on proper sizing or other problems.

The cb_collect_info tool can result in large files. Simply run the command below, replacing {{<FILE NAME>}} and {{<COMPANY NAME>}}, to upload a file to our cloud storage on Amazon AWS. Make sure you *include* the last slash ("/") character after the company name.

Along with the above collection of cbcollect_info, please run this tool against the cluster as well and provide us with the output. Note that you do not need to run it for each node or bucket, just once against the whole cluster.

And then we would ask that you zip and upload everything under the created "reports" directory. In a future version, the script will provide an output file automatically.

Note: we ship curl with couchbase, on linux this is located in /opt/couchbase/bin/

h2. Sharing Files with Us

h3. Firewalled Couchbase Nodes

The cb_collect_info tool can result in large files. Simply run the command below, replacing {{<FILE NAME>}} and {{<COMPANY NAME>}}, to upload a file to our cloud storage on Amazon AWS. Make sure you *include* the last slash ("/") character after the company name.

If your Couchbase nodes do not have internet access, the best way to provide the logs to us is to copy the files then run Curl from a machine with internet access. We ship a Windows curl binary as part of Couchbase, so if you have Couchbase Server installed on a laptop or other system which has an Internet connection you can upload from there. Alternatively you can download standalone Curl for Windows: